Your feedback
Our decisions are always driven by the goal of putting our audience first. The insights you share are crucial for understanding the impact of our work, planning and prioritising any changes we may want to introduce, and guiding how we communicate updates and progress.
Whether you’re sharing general feedback—good or bad—to help us improve future experiences, or you have a specific concern or complaint, we’re always keen to hear from you! We’re committed to listening, reviewing, and thoughtfully considering everything you share.
How we respond depends on what you’ve told us, so here’s a quick guide:
Feedback: We love hearing your thoughts about your experiences with us! Whether it's something that went really well or an area where we could do better, your feedback helps us keep improving. We’ll make sure to pass it along to the relevant teams and get back to you with a thanks and any info you might find helpful.
Ideas and Suggestions: If you’ve got ideas on what we could do differently or something new we could offer, we would love to hear it! While we can’t promise to act on every suggestion, we’ll definitely pass them along to the right teams to consider.
Complaints: If you’re upset or dissatisfied with something, we take that seriously. We’ll make sure to reply within 7 days with a resolution. If there’s a delay, maybe due to a key team member being away, we’ll keep you up to date with when to expect a response.
How to give feedback and how we use it
We want to make it as easy as possible for you to share your thoughts, whether before, during, or after your visit. Here are some ways to get in touch:
Online: Head to “Feedback and Complaints” in the options above to send a message to our Audience Experience Team. We will ask you a couple of questions first as all feedback gets logged so we can track trends and see what’s coming up most often.
Our Teams: If you’re on-site, our Centre and Venue teams are always available to help. We aim to fix any issues as quickly as possible and make sure everything is noted for future improvements.
Surveys: After your visit, you may receive a quick survey about your experience. It’s anonymous, but all responses, scores, trends, and themes are monitored so we can prioritise changes where needed.
User Panel: Help us improve your experience of the Barbican by joining our User Panel to help us test and improve our services. You don’t need to have booked a ticket, or even visited us before – we just want to learn more about how people interact with the Barbican, straight from the source. Find out more about how to apply.
Our Zero Tolerance approach
At the Barbican, we believe everyone should feel welcome, safe, and respected. Our Zero Tolerance Statement outlines the behaviours we expect from everyone in our community, and this will include how feedback and complaints are shared with us. It also guides how we’ll respond. Please note, any behaviour that doesn’t meet these expectations may delay the resolution of your feedback, and serious or repeated issues could mean we’re unable to continue offering our support.
If you’ve witnessed or experienced discrimination, harassment, bullying, or aggression, we want to hear from you.
We’ve set up a confidential reporting system and are committed to investigating all concerns carefully and thoroughly. You can reach us at [email protected].
If you're not satisfied
If you are not satisfied with the response you receive, please contact [email protected] asking for the matter to be escalated. The team will then work to transfer the issue to a more senior manager as appropriate to the nature of the complaint.
If you are still not satisfied, you can contact the City of London Corporation general complaints team.
